Atlas Copco understands the importance of a positive customer experience as well as customer satisfaction, and in striving to improve, Atlas Copco Compressor Technique launched the NPS marathon. A global campaign aimed at improving the NPS survey's customer response rate.
The NPS marathon saw customer centers from around the world compete against eachother, in good spirit of course, to see who could come up with the best ideas and processes to improve the customer response rate and overall ratings. As much as this was a copetition it also gave our customer centres the opportunity to interact and share some best practices.
Atlas Copco Compressor Technique South Africa who were late starters in the competition, found themselves coming out as champions of the 3rd track of the marathon after just their first month in the competition. Lezanne Billings the CT South Africa Champion says " the team really worked well together in establishing a process that would help improve our customer response rate. We had to look at the Data on our systems to ensure that the customer information was correct and the planners needed to ensure that the information on the SPA 4 forms was correct to minimise the bounceback rate on surveys sent to customers. We found that this was one of our biggest tasks. Once forms were sent it was my responsibility to get in contact with customers to make sure they had received the survey and explain to them why their feedback is important to us and we found that once they understood this, they were more than willing to participate. There were a lot more steps that went into the process and we experienced some challenges but the outcome overall has been positive and worthwhile, and we will be continuing with our process beyond the competition.".
Vaishali Gaikwad, the customer experience manager shared a word of congratulations with the South African customer centre, “It is indeed not easy to reach first position in the first month of participation. I remember our first meeting with Lezanne Billings, where it was communicated that she would be taking over as the NPS Champion for the ZAA ( South Africa) customer centre. I strongly admire the enthusiastic drive from the team in South Africa and believe that the teamwork and sincere efforts which are being put into the NPS Survey have led to this positive result. Let's keep up the good work and aim to retain the same for the next sprints, as well."
The team consisting of Hendrick 'Nantes' Le Roux, Odette Maans, Jaydon Prinsloo, Jennifer Josephs, Louwrens Le Roux and Lezanne Billings recently celebrated the victory on a teams celebratory Luncheon which was attended by Pieter van Wyk the, General manager CT South Africa, Ian Ainsworth, CTS Business Line manager and Charmaine Newton, CT logistics manager.